Product Overview of Freshchat
Freshchat is a comprehensive and modern messaging software designed to enhance customer engagement and sales interactions for businesses of all sizes. Here’s a detailed look at what Freshchat does and its key features:
Purpose and Use Cases
Freshchat is tailored for sales and customer engagement teams to build and manage conversations with prospects and customers across various channels. These channels include websites, mobile apps, social media platforms like Facebook, Instagram, and WhatsApp, as well as other messaging services such as Google Business Messages and Line.
Key Features
Live Chat
Freshchat offers a customizable live chat widget that can be integrated into your website or mobile app to engage with visitors in real-time. This feature includes tools like visitor intel, which provides insights into visitor behavior and navigation paths, helping agents tailor their responses.
Chatbots
Powered by Freddy AI, Freshchat’s chatbots are context-driven and can provide instant and precise answers 24/7. These bots can handle common inquiries, summarize conversations, and even assist live agents with responses and summarizing interactions.
Omnichannel Support
Freshchat allows businesses to manage conversations across multiple channels, including WhatsApp, Instagram, Facebook Messenger, and more. This ensures a seamless customer experience regardless of the platform they choose to interact on.
Automation and Routing
The platform includes advanced automation features such as IntelliAssign, which auto-routes conversations to agents based on their skill levels and workload. Additionally, businesses can set up multiple business hours, breaks, and away messages to manage customer expectations.
Personalization and Journeys
Freshchat offers robust personalization options, including the ability to send targeted messages through “Journeys.” This feature allows businesses to proactively reach out to customers based on their behavior, usage, and other criteria to drive engagement and lead generation.
Analytics and Reporting
The platform provides advanced analytics and reporting tools, including team performance reports, agent availability reports, and CSAT (Customer Satisfaction) surveys. These tools help businesses monitor and improve their customer support and engagement strategies.
Integration and Customization
Freshchat can be integrated with over 400 applications, including popular platforms like Shopify, WooCommerce, and Make. The Web Messenger widget can be customized to fit the brand identity of the business, and the platform supports various file sharing and screen sharing capabilities for remote support and sales interactions.
AI-Powered Tools
Freddy AI, a core component of Freshchat, includes features like Self Service, Copilot, and Insights. These tools enable chatbots to answer questions based on knowledge base articles, summarize conversations, and detect sentiment. Freddy AI also helps agents by rephrasing texts, creating knowledge base articles, and generating insights.
Additional Functionality
- Live Translate: Enables real-time translation, allowing agents to respond to customers in their native language.
- Canned Responses: Predefined replies for common questions to speed up support responses.
- Screen Sharing: Allows agents to guide users remotely, which is useful for sales, onboarding, or support.
- File Sharing: Supports sending and receiving files across various extensions, creating a repository for quick sharing with prospects or customers.
In summary, Freshchat is a powerful engagement platform that combines live chat, chatbots, and omnichannel support with advanced automation, personalization, and analytics. It is designed to enhance customer experience and streamline customer support operations for businesses across various industries.